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How to refund a payment with Hotel Link Pay

If the void window has passed and a guest's payment needs to be cancelled, you can process a refund directly with Hotel Link Pay. This guide explains how to refund a payment easily with Hotel Link Pay 

What is a refund payment?

A refund payment returns a charge back to the guest's card after the payment has already been processed.

How it works

Refunds can be processed directly from the booking at any time. However, there are some important rules:

  • Refund rule: Refunds can be processed up to 5 days after the guest's checkout date. After this period, the refund option will no longer be available in the system.

  • Processing time: The guest will receive the refunded amount on their card within 3 - 5 business days, depending on their card issuer.

  • Refund amount: You can refund the full amount or a partial amount, up to the original charge total.

Step-by-step guide

To refund a payment, please do as following:

    1. Go to the booking details.
    2. Scroll down to the payment section. In the payment section, find the transaction with a Received status that you want to refund.
    3. Click the three-dot menu on the right side of the payment and select 'Refund payment'.
    4. A confirmation dialog will appear showing the maximum refundable amount. In the Amount to refund field, enter the amount you wish to refund. This cannot exceed the original charge amount. Check the box if you want to send a transaction email notification to the guest's email.
    5. Once done, click 'Refund'.

    The refunded transaction will appear as following:

    In case the refund option is no longer available after this period (5 days after the guest's checkout date), please contact support@hotellinksolutions.com for better assistance.

    How to view the refunded transaction

    To view the refunded transaction, you can access More > Payment Log to view the transaction details.

    Troubleshooting & Frequently cases

    When processing a refund with Hotel Link Pay, you may encounter some issues. Below are the most common cases and how to handle them.

    1/ Error 2003 - The transaction was declined:

    • Root cause: Transaction declined by upstream system/bank or there is some restriction on the card that is disallowing refunds.

    • Solution:

      • Verify the card information, correct any errors, and retry the transaction.

      • Advise the guest to try another card or contact their bank.

    2/ Error 300 - An error has occurred, you do not have enough funds to perform this action:

    • Root cause: There are not insufficient funds in your card to proceed the transaction.

    • Solution:

      • Check the transaction details, correct any errors and retry the transaction.
      • Contact Hotel Link Global Support (support@hotellinksolutions.com) for better assistance.

    3/ The payment is declined because the issuer suspects that it is fraudulent

    • Root cause: The guest's card issuer bank declined the refunded transaction. This can be because the card reported lost or stolen, etc.

    • Solution: Advise the guest/cardholder to contact their bank for more information.

    For more troubleshooting & frequently cases, you can read this article.